Budapest Bank has chosen NextiraOne Magyarország Kft
NextiraOne Magyarország Kft. Was chosen by Budapest Bank to further develop its call center system. NextiraOne Magyarország Kft., Which specializes in integrated telecommunications services, has set up 160 IP technology workstations in the Banking Operations Center in Békéscsaba, which the bank opened this year.
In order to serve the dynamically growing customer base of Budapest Bank, it expanded its Budapest back office department with a banking operations center. The bank chose Békéscsaba as the most suitable location in terms of infrastructure and human resources. The construction and supervision of the workstations of the call center in Békéscsaba was carried out by NextiraOne Magyarország Kft., One of the leading Hungarian expert companies in the integration of informatics and telecommunications. Based on the excellent cooperation of previous years, NextiraOne Magyarország Kft. Ensures the smooth operation of 160 Alcatel IP call center workstations for the financial institution.
“Our new Banking Operations Center, built in Békéscsaba, has been operating excellently since the June handover. The Alcatel large-screen type 4038 IP devices installed by NextiraOne Magyarország Kft. Are popular among operators, as the use of programmable buttons enables efficient and convenient customer management. The precondition for the introduction of new telephones was the development of the existing telephone exchanges operating in Budapest. During the implementation of this, the primary aspect was to be able to provide our customers with the usual, high-level services, as there could be no interruption in the availability of the system during the transition. We are satisfied with the services of NextiraOne Magyarország Kft., Because they have developed a solution that flexibly fits in with previous investments and the technologies used so far. The created system is modern and can be expanded later according to our needs. Thanks to the appropriate technological background and uniform training, our employees pick up the phone either in Budapest or in Békéscsaba, and customers do not perceive a difference in the level of service. Together, the two locations are expected to receive nearly three million phone calls this year. ” - said Csilla Gömbös, call center manager of Budapest Bank (GE Money Bank).
The expanded call center also benefits from previous developments. A certain number of customers who contact the telebank can listen to a personalized offer based on the data received from the customer contact database, following an automated system (IVR) identification procedure, to which they can respond using the buttons on the phone. The customer relationship database developed and operated by the bank contains a list of products that can be recommended to a specific customer base.
"The outsourcing of call center resources is made possible by the remote management of the system, as it does not require local system administrator resources, and its secure operation is also ensured by the call center's central and local back-up systems," said Tamás Lukács, managing director of NextiraOne Magyarország Kft. “Designing the operation of a customer service system is particularly important because it is at the forefront of customer contact. The process of supporting smooth customer management and sales is the so-called knowledge-based call distribution. This means that the customer's call comes to an administrator who has the appropriate knowledge, access to the customer's previously documented events, and can provide immediate and appropriate assistance. ” Tamás Lukács added.
